Diamondback Plumbing Services, Inc.

Hello I am responding to the [redacted] complaint.The service call for a clogged sewer line at the residence of [redacted] was placed to our office called in by [redacted] (SON). The sewer line was cabled and the line was cleared it was noted on the invoice as no warranty...

recommended a camera inspection due to break or compromise in sewer line. A credit card was used as a form of payment by [redacted] for the amount of 94.00 invoice[redacted].On 10/19/2013 Saturday a call was placed to our office for the same problem for a stopped up clogged sewer system - they were notified that the there would be a charge for the service - upon arrival there was another tenant at the location named [redacted] who signed the work authorization and completion of work for the amount of 94.00 invoice [redacted] (drain cleared again this tech also recomended camera detection) --- the tenant claimed that a credit card was on file our technician left the residence. A [redacted] called our office manager [redacted] stating to use the same credit card that was used on the prior visit and also requested a discount of 51.00.Diamondback Plumbing credited the credit card for 51.00 dollars not knowing that [redacted] had charged back everything the 1st visit for 94.00 the second visit for 94.00 were both charged back and we gave them a credit of 51.00 not knowing about the 2 chargebacks - At this point Diamondback Plumbing is owed the amount of $ 239.00 [redacted] and [redacted] in our A/R department called [redacted] and got her fiance on the phone who claimed this was not [redacted] credit card - this was our mistake they were refering to the credit card that was charged back the fiance was extremely mad stating that [redacted] did not charge the card back - there was a misconfusion since [redacted] was handling the matter that it was her credit card. That is why [redacted] was contacted when we received the chargeback.I do apologize for the confusion - it was thought that neither visit was going to be paid as well as the credit amount that we gave and if that was the case we would proceed with neccessary means to collect.Nevertheless the customer still has not paid the amounts to Diamondback Plumbing Signed work orders / signatures and authorizations can be provided upon request Diamondback Plumbing has a great reputation and fair pricing most sewer line cleanings by our competitors charge 150.00 per visit - there was no reason to chargeback the credit card for services rendered and there were too many parties involved causing the confusion of whom was responsible for the services.

Review: My fiance and I have 4 houses, and I have used this company 6 times in the last 3 years. NEVER AGAIN!

The last time they came to my house for a service call, three days later my son was having the same problem. After talking with them a couple of times, they finally said they would come back and redo it and only charge me about $40. I was happy. I gave them my credit card number since I was not at that property and they said they would charge my card. I thought everything was done.

Several days later, my son called me and said they had charged his card for both services, AND had charged MORE the second time they came out, than they had originally charged. It had overdrawn his bank account.

I called Diamondback and they argued with me about the quote I had been given for the second appointment, and also admitted they had charged the wrong card. They talked to a supervisor, called me back and said they would fix the charges. I thought they were going to take the charges off my son's card and charge mine, but I'm not sure what they did.

TWO MONTHS LATER, [redacted] calls my fiance and tells him she is taking me to court because I reversed charges on my credit card and I owe them $150. My fiance doesn't know what she is talking about, so he calls me and tells me to call her back and talk to her.

I didn't know what was going on, so I called her myself. She answered with a major attitude, and said that whoever she had just talked to about this had hung up on her. I didn't think that had happened, based on my conversation with my fiance, but I let it go and just asked what was going on. She then started talking about me reversing charges on my credit card when they had already given me a credit and that I owed her money. I was still trying to remember what had happened, but I knew I hadn't reversed any charges, so I said so. Her response was "Oh, you never reversed any charges? You never reversed any charges? Well, I'll see you in court!" Then she HUNG UP ON ME!!! That was the total conversation. I didn't know what had just happened. My daughter was in the car with me and heard the whole conversation, it was so bizarre.

I called my fiance back and told him about the conversation. I felt like I was in Crazytown...who responds like that to a customer when they are calling you trying to figure out what is going on with a bill?

My fiance called [redacted] back and she and her Office Manager, [redacted], who was also on the phone, told him that she hung up on me because I was yelling at her and saying the [redacted]. (This was blatant lying, as was the fact that she said my fiance had hung up on her previously). My fiance knows me better than that, I don't get angry at people on the phone, let alone say things like that. He started getting irritated and asked to speak with her supervisor, and she refused. Then he asked for the name of the CEO or president so he could contact them. Again, she refused. Then he just wanted to get this over with so he said he would bring a check down to their office. They said if he came to the office, they would call the police because they felt threatened! At this point he ended the call and basically said to me that there was no way to talk to [redacted] and [redacted]. Then he looked up information on the company and found out that [redacted] is the Vice President, and her husband is the President. Seriously?Desired Settlement: I just want to get this cleared up. I have more information on what happened after looking into everything after this phone call. I have no problem paying any money owed to them, even after this horrible customer service. However, I will never do business with them again. I wanted [redacted] and their other clients to know how they treat their customers. This should NOT be an A+ rated company.

Business

Response:

Hello I am responding to the [redacted] complaint.The service call for a clogged sewer line at the residence of [redacted] was placed to our office called in by [redacted] (SON). The sewer line was cabled and the line was cleared it was noted on the invoice as no warranty recommended a camera inspection due to break or compromise in sewer line. A credit card was used as a form of payment by [redacted] for the amount of 94.00 invoice[redacted].On 10/19/2013 Saturday a call was placed to our office for the same problem for a stopped up clogged sewer system - they were notified that the there would be a charge for the service - upon arrival there was another tenant at the location named [redacted] who signed the work authorization and completion of work for the amount of 94.00 invoice [redacted] (drain cleared again this tech also recomended camera detection) --- the tenant claimed that a credit card was on file our technician left the residence. A [redacted] called our office manager [redacted] stating to use the same credit card that was used on the prior visit and also requested a discount of 51.00.Diamondback Plumbing credited the credit card for 51.00 dollars not knowing that [redacted] had charged back everything the 1st visit for 94.00 the second visit for 94.00 were both charged back and we gave them a credit of 51.00 not knowing about the 2 chargebacks - At this point Diamondback Plumbing is owed the amount of $ 239.00 [redacted] and [redacted] in our A/R department called [redacted] and got her fiance on the phone who claimed this was not [redacted] credit card - this was our mistake they were refering to the credit card that was charged back the fiance was extremely mad stating that [redacted] did not charge the card back - there was a misconfusion since [redacted] was handling the matter that it was her credit card. That is why [redacted] was contacted when we received the chargeback.I do apologize for the confusion - it was thought that neither visit was going to be paid as well as the credit amount that we gave and if that was the case we would proceed with neccessary means to collect.Nevertheless the customer still has not paid the amounts to Diamondback Plumbing Signed work orders / signatures and authorizations can be provided upon request Diamondback Plumbing has a great reputation and fair pricing most sewer line cleanings by our competitors charge 150.00 per visit - there was no reason to chargeback the credit card for services rendered and there were too many parties involved causing the confusion of whom was responsible for the services.

What I liked: The Diamondback plumber arrived on time and did good work.

What I didn't like: When I set up the appointment on the phone and asked how much I could expect to pay, I was told the labor charge would be about $89 an hour. The work took 45 minutes. When it was done I was told that for this type of job they charged a flat fee of $150, plus parts.

Left me feeling I could make a better call next time I have a plumbing issue.

Most rude and disrespectful company out there. Some of the ladies in the office has NO customer service at all. They love to threat you about taking you to collation and total lie about saying we talked to you 5 times when only they talked to me once about a bill. I will NEVER use this company or recommend to anyone. The best part I have the whole conversation taped can't wait to share it.

Everyone Stay Away From this company
My Husband and I have been with Diamondback Plumbing Services since 2008. We acquired there services in 2008 to replace a leaking hot water heater. When they installed the New Bradford White hot water heater they installed a water pressure regulator at the same time. Now because they put in the regulator this put it on a closed loop system. Once there is a closed loop an expansion tank must be installed in line with the tank as per the manufacturer (Bradford White) manual and the Bradford white technician that came out on 9/2013 free of charge had explained to us what should have been done from the beginning in 2008. Finally after 3 water heaters and much expense on my part the expansion tank was installed on 10/2013. A professional of their trade and the owner of the company [redacted] should have known there was a problem replacing 3 Tanks to the same home.
Signed
Angry and frustrated in 2014

On 7/25/2013 I called diamondback to request service due to back up sewer, at 6:15pm they serviced it for $94.00 & on 7/26/2013 they used camera to locate the problem & found roots inside pipe. They recommend hydro jitter high pressure water to clean roots for additional $320.00 include camera & after they did service &they broke the pipe so they charge me $200.00 dollars instead $320.00 dollars because they damaged my sewer pipe & he said it's going to cost me $2000.00 dollars to repair broken pipe that they broke it. Then I spoke with manager & he said he's going to refund me my money & I have not received it yet. And kept calling them & they say somebody will call you & it has been two months & I have not hared from them. I called moon valley & they came next day & repaired broken pipe for $1836.00 & I was happy with there service. At this point I just want my refund from diamondback.

When it comes to plumbing it pays to shop around, find a reputable outfit that you are comfortable with. Thanks to my neighbor [redacted] who had a Diamondback truck parked in his drive, I walked over and asked him about the work they were doing there. He said, "Oh, I've used them for years...honest, reputable, reasonable pricing." Said, he researched a lot of companies then called Diamondback Plumbing...liked the way they do business, wouldn't have any other. I have a "not-so-old" house built in 1994 but now it's like everything needed replacing. First it was the hot water heater, then the garbage disposal, toilet fill valves, faucet for the laundry room. Diamondback Plumbing did it all and I highly recommend them for great service! [redacted]

Review: Diamondback spent 2 days trying to clear a clogged line. They were not able to do so, but still charged me $700. They recommended I give them another $3500 so they can start digging up the line, although they were not sure where the problem was.

I hired another company the next day and the cleared the line for only $240. I made at least 6 or 7 calls to Diamondback and was finally promised a $120 discount, but it was never posted. I made several calls and finally swapped emails with the owner. He agreed to issue the $120 discount yesterday, although it has not posted yet.Desired Settlement: Refund the $700 as they were unable to accomplish the task and had an unacceptable solution (spend $3500 to dig up the line).